The order contact is the key contact person for the credit note. They will receive the credit note confirmation communication.

Start typing the name of the contact to search existing contacts within the system. Select the name from the drop-down. If their name does not appear, press New contact.

Check with your customer that you have the correct information.

Select the Bill To (order contact or an organisation)

Select Either:

Private Purchase for the credit note to be issued to the order contactOR

An Organisation for the credit note to be issued to an organisation.

Credit Note Reference (Optional)

You can add a credit note reference to the order for you or your customer to use as an additional field to associate the credit note with. For example, this field could be used to store your customer's purchase order number.

Select the payment method for the credit note

Select the Payment method for the credit note (Used for reference purposes).

Enter the billing address

Enter the billing address for the credit note. Enter the street address, city, and country.

Mark as refund paid?

After you have entered the billing address for the credit note, you can decide whether you want to mark the refund as paid on saving. Tick the option Mark as refund paid if like to mark the credit note as paid when you save the credit note.

Add a credit line

Press Add Credit Line...

A custom line will appear below, inside the credit note details section.

Add the reason for the amount being credited in the line.

Enter the amount to be credited.

Add a comment (optional)

Press Add Comment Line...

A comment line field will appear below, inside the credit note details section.

Enter any applicable comments for the credit note.

Save the credit note

Press Save to save and/or send the credit note. A pop-up will appear asking you if you would like to action the following:

Mark as refund paid: This is asking if you would like to mark the refund as paid upon saving the credit note.

Send credit note will send the credit note upon save.

Cancel registration(s) on an unpaid order (optionally resend invoice)

Follow these instructions to cancel a registration that has been charged for with an order in Arlo, but has not been paid. This includes options to cancel the registration and either reduce the order total or retain the charge for the registration.

Example of a registration that has an order that is not paid:

Search for the registration and select the order

From the main menu search, locate and open the order of the registration you wish to cancel.

Cancel registration without affecting the order total

If you wish to cancel the registration without affecting the order total:

Press Edit.

On the registration that you wish to cancel, press Cancel.

Press Save, noting that the amount remains and the order total will not reduce.

Cancel the registration and reduce the order total

If you wish to cancel the registration and reduce the order total by the amount of the registration you are cancelling:

If applicable:

Unmark the order as approved

Unmark the tax invoice as sent

Press Edit.

On the item registration you wish to cancel and remove from the order, press Remove attendee.

On the confirmation popup, press Yes.

Press Save, noting the new order total.

(Optional) To send a new invoice, press Send invoice.

Cancel registrations on a paid order (generate a credit note and apply a refund)

Follow the process below to cancel the registration/s before applying a refund.

Note: If you are applying a full refund, skip this step as all registrations will be cancelled for you. If you are completing a partial refund, complete this step and choose which registrations (if any) you would like to cancel.

For each registration that you would like to cancel (if any), press Cancel on the associated line.

Press Save.

Press Save Changes.

Create a credit note/refund

Either choose to make a full refund or partial refund.

Make a full refund

In the Make a Refund section at the bottom of the order, select a Refund Method.

Press Full refund...Hint: If the original payment was made by credit card (online) you can choose to refund the amount automatically back onto the customer's credit card by ticking Execute credit card refund now.

If required, enter a reason for the refund. This will be displayed on the credit note.

Press Create credit note. A credit note will be created automatically.

In the Make a Refund section at the bottom of the order, select a Refund Method.

Press Partial Refund...

Tick Cancel all registration on order if all registrations on the order are to be cancelled. Select the associated communication you would like to send.

Press Create draft credit note.

Remove lines on the credit note associated with registrations you do not want to refundat all by clicking the delete icon. Important: Do not remove the registration line of registrations you are refunding on the credit note, or the refund will not be counted against the event and will skew event reporting (on the Event Performance Report and the Presenter Performance Report).

If the refund method is not credit card, make the refund payment to the customer.

Note: If the order was paid for by voucher, you will not be able to refund any value back to the voucher in this way. To add the value back to the voucher, increase the voucher's value to add on the amount refunded, and add a note to the voucher with your actions.

Follow the process below if you would like to cancel an order and all corresponding registrations. Effectively, you will be cancelling the entire order.

Open the order associated with the registration you would like to edit.

Press Cancel order.

Select the communication you would like to send. Note: If a tax invoice has already been sent, you will have the option to send a tax invoice cancellation.

Press Cancel Order.Note: If the order is paid you can issue a full refund, or a partial refund (a partial refund should be used if you need to apply a cancellation fee).

Process a full refund by credit card (cancelling all registrations)

The following processes describe how to cancel a registration and process a credit card refund transaction.

Process for executing refund immediately

Open the order which you would like to cancel.

In the Make a Refund section at the bottom of the order, select a Refund Method.

Press Full refund...Hint: If the original payment was made by credit card (online) you can choose to refund the amount automatically back onto the customer's credit card by ticking Execute credit card refund now.

If required, enter a reason for the refund. This will be displayed on the credit note.

Press Create credit note. A credit note will be created automatically.

Process for executing refund at a later date

Open the order which you would like to cancel.

In the Make a Refund section at the bottom of the order, select a Refund Method.

Press Full refund...

If you have an internal process where you do NOT want to process the refund immediately, you can delay the refund by un-selecting Execute Credit Card refund now.

At a later stage, when you are ready to process the refund, open the Credit note that was created for the refund.

Press Mark as Paid.

Finally, tick Execute credit card refund now and that will process the refund into the credit card that was used to pay for the original order.

Partial refund by credit card

The following instructions describe how to cancel a registration(s) and process a partial refund.

If there are multiple items on the order, delete any line items from the credit note that you do not want to refund.

Press Add Credit Line...

Select whether you want to credit a Registration or create a Custom Credit Line.Note: A custom credit line is not associated with registrations on the original order. To accurately report on event revenue, ensure all credit lines are associated with order registrations.

Enter a description and amount for the credit line.

Press Update.

Ensure that the refund Total is correct.

If the refund amount is correct, press Save.

If you wish to execute the credit card refund immediately, ensure that Execute credit card refund now is ticked (this is ticked by default).

Press Save Credit Note.

Cancel the Registration (if the partial refund was for a cancelled registration on an Order)

Follow the Partial Refund process aforementioned above.

After you have processed the partial refund, open the Order that the partial refund was processed against.

Click on the Contact whose registration you wish to cancel

Open the contacts Registrations tab

Tick the registration you would like to cancel and press Cancel Registrations

Finally, decide whether you want to send communications for the Cancellation

Cancel an order where there are options and sessions on the registration

If you would not like to send the order contact an order cancelled email, deselect Send order cancellation to order contact.

Press Cancel Order.

You may now need to recreate the order with any other items on the order that were not being cancelled. For example, if there were two events on the order and only one registration was being cancelled.

Add a booking cancellation fee

The following instructions describe how to complete the refund process for a registration cancellation with a booking cancellation fee. Hint: Read more about the cancellation process.

Once you have pressed Create draft credit note.

Remove the lines on the credit note associated with registrations you do not want to refundat all by clicking the delete icon. Important: Do not remove the registration line of registrations you are refunding on the credit note, or the refund will not be counted against the event and will skew event reporting (on the Event Performance Report and the Presenter Performance Report).

Press Add Cancellation Fee Line...

Select the registration line that you want to apply the cancellation fee too.Note: If there are multiple registrations on the order, you will need to apply a cancellation fee to each line, one at a time. Enter an amount of the cancellation fee. Note: This amount will be updated to a negative amount, as you are taking an amount off the refund being provided.Press Update. Check that the total amount of the refund is correct.

Press Save.

On the Save Credit Notewindow, check that the amount to be refunded is correct.

Then either tick Mark as Refund Paidif you are processing the refund now and want to record you have made the payment (e.g. Sent the cheque or bank payment)OR

If the original payment was made by credit card through Arlo you can choose to refund the amount automatically back onto the person's credit card by ticking Execute Credit Card Refund Now.